We’re currently updating our returns system. In the meantime, please contact our team via email or phone and we’ll arrange your return directly.

[email protected] / 01959572277

If you need to return an item for a refund, a £4 shipping fee will be deducted from your refund amount.  Before sending anything back, you must first request a Return Merchandise Authorization (RMA) to receive your unique returns number.

  Click here to raise a Return 

To make the process easy, we now have a dedicated DPD returns portal where you can arrange your return quickly and securely.  The URL will be sent to you once the Return is approved.

Exchanges, Warranties & our errors are free.

How to raise a Return (RMA) : 

How to get your DPD Label :

• Click the DPD Returns link in the email you were sent after creating the RMA (instructions above)

• Enter your 9 digit Order Number
  Enter your 9 digit RMA Returns Number 
  Enter your email address

• Enter your name and address.
• You can now choose to go paperless and print in store or print your own label using a printer.  
  The DPD page will show your local drop off locations. 
• Click Submit - you will get a confirmation and instructions from DPD
• You will also get an email confirmation from DPD, please check your junk/spam folder if you don't see it.
• Please note £4 will be deducted from your refund to cover the return postage. Exchanges, Warranties & HC Errors are free.

PLEASE NOTE

www.Helmetcity.co.uk is an online business only, your item cannot be returned to us in person. We do not have a Trade/Customer counter and your purchase CANNOT be returned to any of our shops. If you would like face to face service, please purchase directly from one of our shops.

For your peace of mind and satisfaction all items are carefully checked prior to despatch.  Helmet City must be notified of any errors, missing items or damage within 48hrs of delivery.  This does not affect your consumer rights.

However, if you are unhappy with your purchase, we will be happy to accept the return within 30 days of purchase, providing:

• Item is received back to us UNUSED and undamaged.  A Helmet used on the road CANNOT be returned for a refund, unless it is proved to have a manufacturing fault.
• Item is complete with ALL tags in place, helmet bag, manual, protective plastic on visor and any other associated parts supplied.
• The item's Pinlock Insert is NOT fitted (unless factory fitted as standard)
• Item returned orginal Manufacturers helmet box
• Items retail packaging must not be damaged and must be in a re-saleable condition

If any of these criteria are not met, there will be either a 20% restocking fee or we may refuse to refund the helmet or other item.

Before sending an item back, you MUST raise a Return (RMA) online as above.

Visors & Pinlock Inserts

Please ensure that the Visor or Pinlock ordered is correct for your helmet.  If the packet is opened and we cannot sell it as brand new, we will not accept it back.

Helmet / Comms VAT Saving Offer

If you purchase a Helmet and Comms System together in order to make the comms VAT saving of 16.66%, if just the Helmet is returned the saving will be deducted from the helmet refund as it will no longer be a VAT free purchase.

Helmet weight

The weight shown on our website is generally for a size Medium, +/-50g and provided by the manufacturer.  Helmet City are not responsible if the weight of the actual helmet is different and will not be liable for any return postage costs.

Using your own postage

We would suggest the item is sent via Royal Mail Recorded Delivery (if you think your product is damaged, please contact us BEFORE sending your item back).  Simply pack your parcel up securely using its original protective packaging and send to the address given to your RMA.  Please fill out and include this delivery note and pay postage costs at your Post Office.

If an item is returned under warranty, return postage costs will ONLY be refunded if that item is proved to be faulty.

Packaging

Please remember that it is the responsibility of the customer to ensure the goods are packaged for transport. Insufficient packaging resulting in the product being damaged will be the responsibility of the customer.  The box of the product must be wrapped / protected and not covered in tape or labels.  A restocking fee may be charged for any original boxes damaged due to careless packing. If you are sending back a Helmet, please ensure the Helmet is packed the correct way up and not upside down!

Free Gifts

Free Gifts CANNOT be exchanged for another product, credit OR refund and NO cash alternative is offered. A Free Gift can be exchanged for a different size - if boots for example. If you decide you do not want the Free Gift after receipt, NO refund for that Free Gift will be given. The Free Gift product is the product or products illustrated, no alternative products are offered. Helmet City reserves the right to substitute any free item offered with an item of equal or greater value. If a customer wishes to return an order which qualified for a gift with purchase, the transaction can only be refunded if the gift with purchase item is also returned.

Special Orders

Special Orders are non-returnable and non-refundable. If you are in any doubt please check the website or call 01959 57 22 77 for further information and to confirm.

Returns Addresses

Please note the customer is responsible for all return delivery charges unless the goods are wrongly delivered or proved to be faulty. In which case, only REASONABLE postage will be refunded (we will NOT refund Royal Mail Special Delivery costs).

For your own security and peace of mind we would recommend that you use a recorded delivery service. Helmet City do not accept responsibility for returned goods lost or damaged in transit.

Processing Returns

On receiving your goods we will process the return as quickly as possible. Refunds will be made using your original payment method and are normally completed within 1-3 working days of receipt of the returned items or notification that a refund is required. Finance deposits are refunded by Klarna normally with 2-4 days. Please note that once a Refund is processed, the wonderful banks can take a number of working days to actually put the money in your account!

EU Returns / Warranty

Helmet City are NOT responsible for the returns postage from any Country outside mainland UK to get an item back under warranty.  Helmet City will cover only the postage back to the customer, if the item is found to be faulty.  Helmet City will NOT pay any Customs, Import duty or VAT charges for your country.

Any items being returned under Warranty from outside the UK, MUST be sent back clearly marked on the paperwork and outside of the box that the item is broken and is being sent back under warranty for repair.  It must NOT have a value or there will be customs and other associated charges to pay.  Helmet City WILL NOT pay these charges, if the customer refuses to pay them, the item will be sent back, at their cost.